Technical Support Engineer

Summary

Join Sona's growing Customer Support team as a Technical Support Engineer. You will be a technical expert, providing top-tier service to customers through various channels. This role involves troubleshooting complex issues, collaborating with developers, and improving support documentation. You'll need 3-5 years of technical customer support experience, strong communication skills, and a tech-savvy mindset. Sona offers competitive benefits including remote work, flexible hours, generous paid time off, pension contributions, health insurance, enhanced parental leave, and professional development opportunities.

Requirements

• Have at least 3-5 years of experience in technical customer-facing roles like Customer Support, Customer Experience, or Customer Enablement (preferably supporting a technical product in a SaaS B2B environment)
• Possess curiosity and a desire to learn; have worked in a startup environment or company with high growth and lots of ambiguity
• Demonstrate strong communication skills; be comfortable working with people at all levels, including senior leaders and C-level execs
• Have a tech-savvy & analytical mindset; be able to learn new systems quickly and prioritize work efficiently

Responsibilities

• Provide technical support to customers via various channels including email and live chat
• Build out intuitive support flows to direct customers to the right support documentation
• Troubleshoot and diagnose complex technical issues related to our software products, escalating to developers when necessary and keeping the customer informed
• Act as a subject matter expert on our software products, providing guidance and assistance to customers and internal teams
• Help to maintain, update and improve our FAQs and Knowledge base with the latest product updates
• Maintain/update customer account configurations
• Be the voice of our customer - continuously sharing feedback from our customers with the Product team to improve the customer experience

Preferred Qualifications

• Have previous experience working in a B2B SaaS startup environment
• Have previous experience using SQL, Metabase, Zendesk, Linear, JIRA, or Sendgrid
• Have previous experience in Care, Hospitality, or Workforce Management industries
• Be familiar with applied usage of graphics interchange format files

Benefits

• Salary: £45,000
• Share options
• Remote and Flexible Working
• 35 days annual leave (25 days standard plus 10 flexible public holiday days)
• Pension contributions matched up to 5%
• Comprehensive Health Insurance via Bupa
• Enhanced parental leave & pay
• Co-working space stipend
• Two all expenses paid team retreats per year
• The latest Macbook and equipment for your home office
• Professional development budget
• Unlimited free books